support team lead

BUNQ

<div><div><div><div><h2 class="jobSectionHeader"><b>Ready to get shit done?</b></h2></div><div><div>
At bunq, we&rsquo;re here to make life easy for our users; and that starts with support they can truly trust. When something goes wrong, we don&rsquo;t pass it around. We own it.<br>
As a Support Team Lead, you&rsquo;ll play a key role in keeping our promise of premium support, making sure escalations from our Internal AI Agent Finn are handled fast, properly, and never repeated.</div><p></p><h4 class="jobSectionHeader"><b><br>
Take Ownership</b></h4><p>
As a Support Team Lead, you will:</p><ul><li><div>
Own AI Support escalations end-to-end and ensure timely, high-quality resolutions</div></li><li><div>
Act as the clear owner for complex issues, bringing clarity and direction when things go wrong</div></li><li><div>
Lead, coach, and support a team of ~10 Support Experience Guides</div></li><li><div>
Help your team improve decision-making, ownership, and service quality</div></li><li><div>
Identify recurring issues and turn them into concrete process improvements</div></li><li><div>
Improve and optimize Support processes, tooling, and ways of working</div></li><li><div>
Work closely with stakeholders to implement solutions, not just document problems</div></li><li><div>
Use AI and automation to improve efficiency and consistency in daily operations</div></li><li><div>
Track success through outcomes such as KPIs, backlog health, and user impact</div></li></ul></div></div><p></p><div><div><h2 class="jobSectionHeader"><b><br>
This challenge is perfect for you if</b></h2></div><div><ul><li><div>
You naturally take ownership and don&rsquo;t wait for problems to be assigned to you</div></li><li><div>
You enjoy fixing things that don&rsquo;t work, and making sure they stay fixed</div></li><li><div>
You believe great customer support is about trust, clarity, and accountability</div></li><li><div>
You like coaching others and helping them grow, even in tricky situations</div></li><li><div>
You&rsquo;re comfortable in a fast-paced environment where priorities might evolve</div></li><li><div>
You focus on outcomes over output and like seeing real impact from your work</div></li><li><div>
You&rsquo;re curious about using AI to improve how support teams operate</div></li></ul><p></p><p><i><br>
Curious to see how we make life easy? - try the </i><i>bunq app</i><i>, it only takes 5 minutes to sign up.</i></p><p></p><p><b><br>
Your space to perform</b></p><p>
We give you the space and the tools you need to succeed     </p><p>
   Great, international colleagues who share your mindset</p><p>
  &zwj;   Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.</p><div>
   We support growth with bunq Academy and &euro;1500 annual learning budget<br>
<ul><li>️ A Multisport gym card for your health and wellbeing (in Turkey)</li></ul></div><p>
     Flex Benefits: &euro;70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.</p><p>
   Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices   ) (In Turkey)</p><p>
   Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration</p><p>
   We reward tenure with a dedicated travel budget: &euro;1.5k after 2 years and &euro;3k after 4 years to visit another core office.</p><p>
   A MacBook so you can Get Shit Done with us</p><div>
   Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options<br>
<ul><li>️ Private health insurance, just in case</li></ul></div><p>
   Monthly contribution to your phone and internet bills (in Turkey)</p><p>
   Friday drinks and other celebrations - bunq style</p><p></p><p><i><br>
All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.</i></p></div></div></div><p></p><div><div><div><div><div><div><br>
Hybrid</div></div></div><div></div><div><div><div><div><div>
Istanbul</div></div></div><div><div><div>
/</div></div><div><div>
Sofia</div></div></div></div></div><div></div><div><div><div>
Support &amp; Operations</div></div></div><div></div><div><div><div><div>
40</div></div><div><div>
hours per week</div></div></div></div></div></div></div></div><div></div>

Support Team Lead

Global-e

<div><p>Global-e (Nasdaq: GLBE) is the world&rsquo;s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the United States, Europe and Asia, Global-e makes selling internationally as simple as selling domestically. With Global-e, retailers and brands can increase international traffic conversion and grow sales by offering customers in over 200 destinations worldwide a seamless localized shopping experience. Our end-to-end e-commerce solutions combine best-in-class localization capabilities, big-data best-practice business intelligence models, streamlined international logistics and vast cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide. Our people play the key role in our success, and we are always looking for more driven, talented and ambitious individuals to join our growing international family.</p><p>
We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point.</p><p>
You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.</p><p><b>
Responsibilities</b></p><ul><li>
Manage the application support engineers, providing line management, mentoring and engagement.</li><li>
Establish work procedures and policies according to department standards.</li><li>
Set, monitor, and manage team targets to ensure KPI and SLA achievement.</li><li>
Ensure ticket queues are managed effectively across Zendesk and JIRA.</li><li>
Raise support-related concerns, issues, and improvement feedback to management.</li><li>
Promote self-service plans to reduce inbound ticket volume.</li><li>
Provide technical support to customers and serve as an escalation point both internally and externally.</li><li>
Handle any escalations that require immediate attention from management.</li><li>
Work collaboratively and cross-functionally with other departments.</li><li>
Present team performance reports and conduct team member performance evaluations.</li><li>
Maximize productivity and ensure the team is highly motivated.</li></ul><br>
Requirements:
<br>
<ul><li>3+ years of experience in an Application Support Lead/Managerial role.</li><li>
Experience in people management and technical direction.</li><li>
Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.</li><li>
Experience in providing services to agreed SLA's/OLA's.</li><li>
Experience in Problem and Incident Management according to ITIL standards.</li><li>
Ability to work in a fast-paced environment.</li><li>
Experience with managing root cause analysis and incident reports.</li><li>
Excellent interpersonal and communication skills.</li><li>
Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.</li><li>
Prior development experience or previous experience in an eCommerce environment is a strong advantage.</li></ul><p>
This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.</p><p><i>
Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life</i></p></div>

Application Support Team Lead

Inovalon

<div><div><p>Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.</p>
<p>
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.</p></div><p><b>
Overview:</b> The Technical Product Support Team Lead will respond to internal team requests (phone, email, chat) to provide assistance on products. They will assist with maintaining adequate phone coverage for inbound customer calls, assist with case/queue management, gather feedback from team members regarding process updates/changes, make recommendations for training and assist with onboarding of new hires. The Technical Product Support Team Lead will score cases for quality purposes and provide feedback to the individual team members.<b>
</b></p><p><b>Duties and Responsibilities:</b></p>
<ul>
<li>Assist team members with difficult issues by offering technical expertise and training where applicable;</li>
<li>Take ownership of complex cases for further handling as appropriate;</li>
<li>Responsible for ownership of assigned Salesforce queues;</li>
<li>Monitor phone and email queues to ensure department service standards are met;</li>
<li>Perform ongoing Q&amp;A sessions with team members in effort to increase knowledge and improve troubleshooting techniques;</li>
<li>Coach new and existing team members on case quality evaluations to ensure accuracy and improve job knowledge;</li>
<li>Assist management with customer escalations received via phone, email, etc.;</li>
<li>Review team member cases when absent to ensure timely follow-up and next action dates are met;</li>
<li>Elevate cases to Tier II for assistance as necessary;</li>
<li>Coordination of customer communications, including unplanned outages, product releases, and planned maintenance;</li>
<li>Take ownership of special projects at request of management;</li>
<li>Demonstrates leadership skills and acts as a strong team player who interacts with all parts of the organization;</li>
<li>Ability to diffuse difficult customer conversations;</li>
<li>Takes initiative to perform various tasks independently with limited supervision;</li>
<li>Other duties as assigned;</li>
<li>Maintain compliance with Inovalon's policies, procedures and mission statement;</li>
<li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li>
<li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.</li>
</ul>
<p><b>Job Requirements:</b></p>
<ul>
<li>Minimum 5 years of experience in a call center environment;</li>
<li>Minimum 2 years of Healthcare IT industry or medical billing experience;</li>
<li>Minimum 1 year experience as a Technical Support II or III role in Provider BU;</li>
<li>Experience with MS Office Products;</li>
<li>Experience multi-tasking in a fast paced, detail-oriented environment;</li>
<li>Healthcare EDI Knowledge (ANSI 835, 837, 270/271);</li>
<li>Knowledge working with Problem Management, Records Management ticketing system (Salesforce);</li>
<li>Experience organizing and managing workload efficiently and prioritizing projects;</li>
<li>Experience with using and supporting Software as a Service (SaaS); and</li>
<li>Extensive knowledge in one or more Inovalon services.<b>
</b></li></ul><p><b>Education:</b></p>
<ul>
<li>Associate's degree is required and</li>
<li>Bachelor's degree is preferred.</li>
</ul>
<p><b>Physical Demands and Work Environment:</b></p>
<ul>
<li>Sedentary work (i.e. sitting for long periods of time);</li>
<li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li>
<li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li>
<li>Subject to inside environmental conditions; and</li>
<li>Travel for this position will include less than 5% locally usually for training purposes.</li>
</ul><div><p><i>
This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)</i></p>
<p><i>
If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply</i><i>. Inovalon is most interested in finding the best candidate for the job</i><i>,</i><i> and you may be just the right person for this or other roles.</i></p>
<p><i>
By embracing </i><i>inclusion</i><i>, </i><i>we enhance our work environment and drive business success. Inovalon strives to </i><i>provide equal opportunit</i><i>ies</i><i> to</i><i> the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</i></p>
<p><i>
Inovalon is proud to be an equal opportunity workplace</i><i>. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or </i><i>v</i><i>eteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</i></p>
<p><i>
To review the legal requirements, including all labor law posters, please visit this </i><i>link</i></p>
<p><i>
To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this </i><i>link</i></p></div></div>

Technical Product Support Team Lead

Internova Travel Group

<div>Overview:<div></div><div><br>
Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success. Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually.</div><div><br>
</div><p>Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer. Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.</p><p><br>
</p>Responsibilities:
<div>
The <b>Support Services Team Lead</b> role is responsible for overseeing complex customer escalations, supporting supervisory leadership, and ensuring consistent delivery of high-quality service. This role serves as a subject-matter expert and escalation point, managing difficult or non-routine consumer issues across multiple communication channels while ensuring service level commitments are met. The Lead maintains strong knowledge of interdepartmental processes and escalation protocols, proactively identifies opportunities to enhance procedures, and provides feedback to leadership to improve performance and service outcomes. Additionally, this role supports succession planning by identifying and developing high-performing team members for future leadership or advanced support roles, while maintaining professionalism and accuracy in all internal and external communications and performing additional duties as assigned.</div><div></div><div><b><br>
Th</b><b>e standard schedule for this position is 11:00 a.m.&ndash;8:00 p.m. EST</b></div><ul><li>
Perform the Support Services Speciailst role responding to Email cases and answering phones
</li><li>Serve as the primary escalation point for Serivces Specialist&rsquo;s.</li><li>
Manage difficult and/or unusual consumer escalations through outbound calls, callbacks, email, and chat to ensure timely and effective resolution.
</li><li>Ensure all service level agreements (SLAs), performance metrics, and customer experience expectations are consistently met.
</li><li>Demonstrate thorough knowledge of interdepartmental communication channels and formal escalation processes.
</li><li>Support the Manager with succession planning by identifying high‑potential team members and recommending development opportunities for future Team Leader or support roles.
</li><li>Oversee the daily email queue by removing and assigning cases as necessary.</li><li>
Provide regular agent feedback and performance insights to the Senior Lead and Manager of Support Services.
</li><li>Review existing protocols and procedures, recommending enhancements to improve efficiency, consistency, and service quality to the Senior Lead.
</li><li>Compose clear, professional, and grammatically correct correspondence, including claim notes, emails, chat communications, and other internal or external documentation.
</li><li>Perform other job‑related duties and responsibilities as assigned by management.</li></ul>
Qualifications:
<ul><li>5+ years experience in the travel industry, preferably with travel advisor or worked with travel advisors background.</li><li>
2 years (minimum) of recent call center experience.</li><li>
Willing to go the extra mile</li><li>
Detail oriented</li><li>
Uses sound judgment</li><li>
Tech Savvy and learns new computer systems with ease.</li><li>
Has leadership experience and values a mentorship culture</li></ul><div></div><div><b><br>
PAY AND BENEFITS</b></div><div></div><div><br>
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&amp;D, optional additional life insurance and AD&amp;D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, &amp; renters insurance.</div><div></div><div><br>
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.</div><div><br>
</div><div></div><div>This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company&rsquo;s financial goal achievement and individual performance.</div><div></div><div><br>
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.</div><div></div><div><br>
Prospective Employee Privacy Policy</div><div></div><div><br>
#Li-remote</div></div><div></div>

Support Services- Team Lead- Travel

Cloud Rexpo Pvt. Ltd.

<p><b>Customer Support Lead / CX Manager</b></p><p><b>Location:</b> Bahria Phase 7, Rawalpindi (On-site)<br/><b>Job Type:</b> Full-time<br/><b>Salary:</b> PKR 80,000 &ndash; 100,000 (Based on experience)</p><p><b>About the Role</b></p><p>We are looking for a <b>Customer Support Lead / CX Manager</b> who can <b>build systems, lead teams, and handle high-pressure situations</b> in a fast-paced environment. This role is ideal for someone who goes beyond managing tickets and takes full ownership of customer experience.</p><p><b>Key Responsibilities</b></p><p><b>Operations Management</b></p><ul><li>Oversee multi-channel support (calls, WhatsApp/chat, email)</li><li>Monitor live queues and ensure SLA adherence</li></ul><p><b>Escalation Handling (Critical)</b></p><ul><li>Manage high-priority customer complaints</li><li>Resolve driver disputes (earnings, behavior, fraud)</li><li>Handle safety-related incidents</li><li>Act as final decision-maker on complex cases</li></ul><p><b>SOPs &amp; Quality Control</b></p><ul><li>Develop and improve call scripts, templates, and escalation processes</li><li>Ensure consistent and high-quality customer interactions</li></ul><p><b>Team Leadership</b></p><ul><li>Conduct daily huddles and coaching sessions</li><li>Monitor agent performance and provide feedback</li><li>Manage performance reviews and improvement plans</li></ul><p><b>Customer Experience Ownership</b></p><ul><li>Improve rider and driver satisfaction</li><li>Identify and resolve key friction points in operations</li></ul><p><b>Cross-Functional Coordination</b></p><ul><li>Work closely with Operations, Tech, and Marketing teams</li></ul><p><b>Reporting &amp; Insights</b></p><ul><li>Track KPIs, analyze trends, and provide actionable insights</li></ul><p><b>Requirements</b></p><p><b>Must-Have Skills</b></p><ul><li>Strong communication skills (Urdu &amp; English required; Punjabi is a plus)</li><li>Proven leadership and team management experience</li><li>Ability to handle escalations and make decisions under pressure</li><li>Understanding of KPIs, SLAs, and performance metrics</li></ul><p><b>Good-to-Have</b></p><ul><li>Experience in ride-hailing, logistics, or BPO industry</li><li>Familiarity with CRM/ticketing systems</li><li>Exposure to automation tools or AI-based support systems</li></ul><p><b>Experience</b></p><ul><li>3&ndash;6 years of total experience</li><li>At least 1&ndash;2 years managing a support team (10&ndash;30 agents preferred)</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li>Calm under pressure</li><li>Solution-oriented mindset</li><li>Strong ownership and accountability</li><li>High emotional intelligence</li><li>Fast decision-making ability</li></ul><p><b>Why Join Us?</b></p><ul><li>Opportunity to build and scale support systems</li><li>Leadership role with high ownership</li><li>Fast-growing and dynamic work environment</li></ul><p>Job Types: Full-time, Contract<br/>Contract length: 15 months</p><p>Pay: Rs80,000.00 - Rs100,000.00 per month</p><p>Work Location: In person</p>

Team Lead – Customer Support

Bonito MS

<p>Job Opportunity: IT Support Manager</p><p><b>Location:</b> Al Rayyan, Qatar<br/><b>Company:</b> Bonito MS</p><p>About Us</p><p>Bonito MS is a growing enterprise specializing in business solutions, digital services, and IT innovation. With a strong presence in Al Rayyan, we are committed to delivering reliable technology support and ensuring seamless operations for our clients. As we expand, we are seeking a skilled <b>IT Support Manager</b> to lead our support division and strengthen our IT backbone.</p><p>Role Overview</p><p>We are looking for an <b>IT Support Manager</b> to oversee and manage our IT support team. This role requires a professional with expertise in IT operations, customer service, and systems management. You will be responsible for ensuring timely resolution of technical issues, enhancing client satisfaction, and driving continuous improvement in IT support processes.</p><p>Key Responsibilities</p><ul><li>Lead and manage the IT support team to deliver high-quality service.</li><li>Develop and implement support strategies, policies, and procedures.</li><li>Oversee troubleshooting, incident management, and escalation processes.</li><li>Collaborate with IT and business teams to resolve complex technical issues.</li><li>Monitor KPIs, service levels, and customer satisfaction metrics.</li><li>Provide training, mentorship, and performance management for support staff.</li><li>Ensure compliance with cybersecurity standards and company policies.</li><li>Represent Bonito MS in client meetings and industry forums.</li></ul><p>Qualifications</p><ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field.</li><li>7+ years of IT support experience, with at least 3 years in a leadership role.</li><li>Strong knowledge of enterprise IT systems, networks, and cloud platforms.</li><li>Proven track record of managing IT support operations successfully.</li><li>Excellent leadership, organizational, and communication skills.</li><li>Ability to thrive in a fast-paced, client-focused environment.</li></ul><p>Why Join Us?</p><ul><li>Lead IT support operations at one of Qatar&rsquo;s premier business solution providers.</li><li>Play a key role in shaping Bonito MS&rsquo;s customer experience.</li><li>Competitive salary and benefits package.</li><li>Opportunities for career growth and professional development.</li><li>Collaborative and innovative work culture.</li></ul><p>Job Type: Full-time</p><p>Pay: Up to QAR20,000.00 per month</p><p>Work Location: In person</p>

IT Support Manager

Global network solution and business

<p><b>Operations Lead (Omani)</b></p><p>What this person does: Manages the Service Desk (L2/L3 support). Responsible for</p><p>platform uptime (&ge;99.5%). Tracks all incidents in Jira. Manages a team of 4-5 support engineers. Reports to the Authority weekly on SLA performance. Attends the bi-weekly Service Management Board in Muscat.</p><p><b>Requirements:</b></p><p>Omani national (mandatory)</p><p>Based permanently in Muscat (mandatory)</p><p>Business-fluent English AND Arabic (mandatory)</p><p><b>&gt;8 years experience in IT operations or ser vice desk management</b></p><p>Experience with SLA monitoring and incident management</p><p>Experience with ITIL processes (incident, problem, change)</p><p>Experience with Jira and Confluence</p><p>Experience managing shift teams</p><p><b>If you have this experience kindly share your CV to info@gnsbusiness.com or whatsapp +968 76269238</b></p><p>Pay: From RO700.000 per month</p><p>Work Location: In person</p>

OPERATIONS LEAD (Omani)

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